Tag Archives: Leadership and Management

The Iceberg of Ignorance – What Leaders Don’t See Hurts Service

Leadership, ,

Imagine an iceberg on the horizon in South Florida. At first glance, it looks small and manageable. But only a small portion is visible above the water. The majority lies beneath the surface: hidden, complex, and potentially dangerous. The same can be said for hospitality organizations. What leaders don’t see Senior management often represents the visible portion of the iceberg. Below the surface are frontline employees, supervisors, and managers who make up the majority of the organization. The...

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Lead Service Like a Winner – Why Leadership Sets the Score

Leadership, ,

“Leadership is lifting a person’s vision to higher sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations.” This quote from Peter F. Drucker captures what it takes to make exceptional service possible. The actions, tone, and mindset of leaders shape how employees behave—and ultimately how guests are treated. When leadership sends the wrong message At a new casino and entertainment venue, leadership emphasized customer servi...

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The Training Experience – Setting the Tone for Service Excellence

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All aboard. Interviews are complete. New employees are hired. Orientation is scheduled. Training is about to begin. Before the process even starts, one question matters most: how does your organization define the training experience? Training as a service experience Training is often viewed as a transfer of knowledge. But it is also a service experience. Trainers are not just instructors. They are role models who shape attitudes as much as they teach procedures. How employees are treated during ...

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One Bad Apple – How a Single Employee Can Undermine the Guest Experience

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Good old Johnny Appleseed. This is his season, with peak apple harvest running from September through November. But what happens when some of those apples turn rotten? In hospitality, the same question applies. What happens when an employee’s attitude shifts from positive to negative? And how quickly can that one person impact the rest of the team and the guest experience? When one employee defines the experience At a boutique hotel bar, a group of regular guests noticed that two drinks, priced ...

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Call center, woman and frustrated with client, angry and stress with customer support, CRM fail and customer problem. Employee annoyed, customer care and consultant face, communication with headset.

Ditch the Script – Why Real Service Beats Rehearsed Responses

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Think of service like a television screen. Customers are holding the remote, deciding whether to stay or switch. Sometimes the experience is clear and seamless. Other times, it is frustrating, disconnected, and difficult to navigate. That difference often comes down to how service teams are trained and empowered. Why scripts fall short Many organizations rely heavily on scripts. These scripts are designed to create consistency, but they often limit flexibility. Employees become focused on delive...

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Former Employees Are a Missed Opportunity – Turning Alumni into Loyal Guests

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“We’ve got spirit, yes we do…” That sense of belonging does not disappear when employment ends. Former employees often carry strong memories, relationships, and emotional connections to the organizations they once served. Those connections create a valuable opportunity for hospitality businesses. Why former employees matter Former employees already know the brand. They understand the culture, the product, and the service expectations. They do not need to be convinced of value in the same way as ...

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Serving International Guests – Small Changes That Drive Global Business

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A simple misunderstanding can shape an entire experience. A traveler once encountered a door labeled “Puxe” and pushed, assuming it meant “push.” In Portuguese, it means “pull.” Small moments like this highlight how easily confusion can occur for international visitors. In destinations with diverse tourism, these moments matter. Why international guests need more support Global travelers arrive with different languages, expectations, and cultural norms. Many feel uncertain navigating unfamiliar ...

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Stop the Runaround – Why Bouncing Guests Damages Loyalty

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Frequent travelers expect a certain level of recognition. They invest time, money, and loyalty into brands, often choosing the same airlines and hotels repeatedly. When they return, they expect that relationship to be acknowledged. When loyalty is met with friction In one experience, a frequent traveler attempted to redeem earned rewards. Instead of a seamless process, the interaction became a series of transfers, unclear answers, and repeated explanations. Calls were redirected, questions went ...

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Rebuilding Service Excellence – Turning Big Moments into Everyday Standards

Guest Experience News, ,

This may be the right time to rethink how service can move to a higher level. Moments of change often create opportunities to reset expectations, redefine standards, and refocus teams. In hospitality, service excellence should never be assumed. It must be built, reinforced, and consistently delivered. Service excellence starts with leadership Strong service cultures begin at the top. Leaders set expectations not only through policies, but through behavior. When leaders demonstrate care, accounta...

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Employees touch, tarnish memories

Emotions, Perceptions, Feelings, ,

My companion and I rushed out of a hotel near Miami International Airport, already late for our next appointment. As we reached the car, we realized the keys were missing. We retraced our steps, searching through bags and the parking lot. Within moments, a hotel leader noticed the situation and mobilized the entire team. Front desk staff, bellmen, housekeeping, security, and others joined the search. When the keys could not be found, he offered to drive us to our meeting and return later to help...

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